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A draft article is a work-in-progress article which is not complete enough to display to customers just yet. Drafts in a helpdesk also have two other additional purposes:

  • A draft article can be seen only by agents. So articles that are for internal use only (like a tone guide for agents) can be saved as a draft.
  • An article that needs to be taken down temporarily can be changed from “Published” to “Draft”. It doesn’t have to be deleted and republished.

Some helpdesks allow agents to email their ticket replies to their knowledge base to convert it into a support article. These emailed articles will be saved as drafts so agents can tidy it up before publishing it.

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